Taking & Making Calls ... Managing Client Impressions on the Phone

For incoming calls, you should answer with a greeting that is unique and memorable. We recommend something like, "Love is in the hair at Salon XYZ. This is Kristi. How can I help you?" For incoming calls, your goal is to uncover who the caller is and how your salon can help meet their needs.

When you have a caller who is new to the salon, you are most likely their very first impression of the salon. You may have a caller who was referred by a friend and they might already know which service provider they want to see. Or, you may have a caller who found your salon through the internet or the Yellow Pages.

Regardless, it's important for you to realize that the average cost of attracting one new client is anywhere from $83 to $265, with a 25% chance of retention. So, you don't want to lose the chance to serve this new client because it is costly to attract new clients. Be prepared to make a great first impression and offer the following:

• Consultation with a service provider
• First time client discount/package
• Monthly specials
• Service opportunities in multiple departments

When you make confirmation calls, you want to be personable, especially if you know the client well. This is an opportunity to deepen the relationship you have with the client and strengthen the loyalty bond. For the existing client, talk to them about:

• New salon services
• Monthly specials
• Service openings/opportunities in other departments
• Long-term package deals
• Referral programs

You want to develop rapport with the client. The way you approach or engage in conversation will differ depending on whether the client is a new or existing client that you know well. Whatever you do, you can't go wrong if you are positive, upbeat, and charismatic.

With a new client, try to find out how they heard about your salon. Whatever they tell you, be sure to write it down. This will help the salon owners when they try to decide how to spend their marketing and advertising dollars. If it's a referral, the person who did the networking legwork should get credit for attracting a new client.

For existing clients, you want them to know how much you appreciate their business. Try offering special deals that will entice them to invite their friends for a day at your salon. For example, you could offer a manicure/pedicure for your client and a friend and they both get $10 off. 

It's best to plan out a script and practice often so that it sounds natural. At Crystal Focus, we recommend completing a 12-month worksheet so that you have a well-thought-out plan for the year. Our Valentine's special to you is a FREE PHONE SCRIPT WORKSHEET so that you can begin writing out your scripts today!